By at July 12 2019 12:12:31
Pre-fill where at all possible. If a person has already filled in a form for your organisation they will be frustrated if they have to fill in the same information again. It is difficult for organisations to get their systems to pre-fill known information but when pre-filling is achieved, customers really feel valued.
It is similarly annoying to them when it is a long free text box, making the customer question whether they are answering correctly and sufficiently. Providing response boxes that reflect the anticipated answer length and format reassures people that they are filling them in correctly.